How can I complain if Ithink a CIFAS entry is incorrect?

In the first instance you should write to the CIFAS Member who dealt with your application/proposal/claim or account/policy/service. CIFAS Members operate their own internal complaints procedures and can either send you details of the procedure or advise you what to do.

If you and the CIFAS Member are unable to reach an agreement on your complaint, you should request a letter from the CIFAS Member confirming that the complaints procedure has been completed or exhausted. Sometimes this is known as a “Final Response Letter”. If you then decide you want to take your complaint further you may ask CIFAS to investigate your complaint. (CIFAS cannot become involved in a complaint until the ‘Final Response Letter’ has been issued.) CIFAS will contact the CIFAS Member and review the details of your complaint. CIFAS does not have the power to recommend financial awards, but CIFAS will confirm whether the CIFAS Member adhered to the correct procedures. For full details of the CIFAS complaints procedure please either click here to view the complaints page or write to CIFAS and request a copy of the complaints procedure.

As an alternative, you may prefer your complaint to be dealt with by one of the industry complaint resolution schemes. The CIFAS Member can advise you of the scheme to which they belong and the contact address. The schemes are:

• The Financial Ombudsman Service
• The Finance and Leasing Association Arbitration Scheme
• The Consumer Credit Trade Association Arbitration Scheme
• The Council of Mortgage Lenders
• The Asset Based Finance Association
• Consumer Direct (formerly Energywatch)
• Parliamentary and Health Services Ombudsman
• Ombudsman Services: Communications
• CISAS (Communications and Internet Services Adjudication Scheme) 

Click here to return to the frequently asked questions page.